Sophos PureMessage Service / Exchange Store Information Service failed to start

  • Article ID: 38887
  • Updated: 25 Mar 2013


  • PureMessage Service not starting, this message maybe seen:

    Fails to start with error code 0x80070002 "could not find the
    file specified"

    This message maybe seen within debug logging enabled:

    ERR: Failed to open VSAPI registry key [SYSTEM\CurrentControlSet\Services\MSExchangeIS\VirusScan] Error[0x2]

  • Exchange Store Information Service failed to start, you may see one of the following messages:

    Unexpected error Message ID: PureMessage has encountered an application error Error: 0x80131500

    MSExchangeIS 9565 Virus Scanning "Invalid virus scanner configuration. Unable to start virus scanner. Check the following parameter: Library. 

First seen in
PureMessage for Microsoft Exchange

What To Do

  1. Check that the RTStore.dll file exists in the referenced location:
    C:\Program Files\Sophos\PureMessage\Bin\RTStore.dll

    Note: Before continuing please read our warning about editing the registry in article 10388.

  2. Open the Registry Editor (Start | Run | Type regedit.exe | Press return) and browse to the following key:

  3. Confirm that a string key exists called 'Library' with the following value:
    C:\Program Files\Sophos\PureMessage\Bin\RTStore.dll

  4. If the key does not exist right-click in the right hand pane and create a new "String Value" with the name as 'Library' and the data value as 
    C:\Program Files\Sophos\PureMessage\Bin\RTStore.dll

  5. Then attempt to restart the affected service.

If you need more information or guidance, then please contact technical support.

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